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Course Overview

Learn the secrets to successful telephone customer service and kickstart your career as Call Centre Representative, with this video-guided training course. This Online Call Centre Training Course is designed to provide learners with the skills they’ll need to speak like a star, handle difficult customers, train employees, and carry out other essential call centre duties.

Through case studies and video lessons, you will learn how to improve your telephone etiquette, with tips and techniques for handling complaints, leaving voicemail messages, and managing inbound/outbound calls. You’ll also learn some useful strategies for minimising phone distractions to maintain a high standard of customer service at all times.

By the end of this course, you will have an excellent understanding of the principles of proper phone language, as well as the skills to maintain high customer satisfaction by developing proper phone etiquette.

Take your telephone customer service skills to the next level and improve your performance to earn regular bonuses!

What You Will Learn

This Call Centre Training Course is designed to teach learners the essential skills required to succeed in a telephone customer service role. It covers the fundamentals of telephone etiquette, staff training methods, industry best practice, and much more.

  • How to Speak Like a Star
  • How to Handle Rude or Angry Callers
  • An Introduction to Basic Telephone Etiquette
  • Skills Required to Work in a Professional Call Centre
  • Providing Excellent Telephone Customer Service
  • Goal Setting and Benchmarking
  • Closing techniques and Wrapping Up
  • How to Handle Voicemail Messages
  • Methods of Training Employees
  • Ways to Eliminate phone Distractions

Why You Should Choose This Course From iStudy

Study at your own pace

Full Tutor support on weekdays (Monday – Friday)

Fully compatible with any device

Free Printable PDF Certificate immediately after completion

No prior qualifications are needed to take this course

No hidden fees or exam charges

CPD Qualification Standards and IAO accredited

Efficient exam system, assessment, and instant results

Our customer support team is always ready to help you

Gain professional skills and better earning potential

Certification

After completing the course you’ll receive a free printable CPD accredited PDF certificate. Hard Copy certificate is also available, and you can get one for just £9!

Accreditation

This course is accredited by Continuing Professional Development (CPD). It is a recognised independent accreditation service.

Enrol today and learn something new with iStudy.

You’ll find a full breakdown of the course curriculum down below, take a look and see just how much this course offers. We’re sure you’ll be satisfied with this course.

Course Curriculum

Call Centre and Customer Service Basics
Module One – Getting Started 00:15:00
Module Two – The Basics (I) 00:30:00
Module Three – The Basics (II) 00:30:00
Module Four – Phone Etiquette 01:00:00
Module Five – Tools 01:00:00
Module Six – Speaking Like a Star 00:30:00
Module Seven – Types of Questions 01:00:00
Module Eight – Bench marking 00:30:00
Module Nine – Goal Setting 00:30:00
Module Ten – Key Steps 01:00:00
Module Eleven – Closing 01:00:00
Module Twelve – Wrapping Up 00:30:00
Call Centre & Customer Service Skills Training- Activities 00:00:00
Telephone Etiquette
Module One – Getting Started 00:30:00
Module Two – Aspects of Phone Etiquette 01:00:00
Module Three – Using Proper Phone Language 01:00:00
Module Four – Eliminate Phone Distractions 01:00:00
Module Five – Inbound Calls 01:00:00
Module Six – Outbound Calls 01:00:00
Module Seven – Handling Rude or Angry Callers 01:00:00
Module Eight – Handling Interoffice Calls 01:00:00
Module Nine – Handling Voicemail Messages 01:00:00
Module Ten – Methods of Training Employees 01:00:00
Module Eleven – Correcting Poor Telephone Etiquette 01:00:00
Module Twelve – Wrapping Up 00:30:00
Mock Exam
Final Exam

FAQs

This course is for anyone who's interested in this topic and wants to learn more about it. This course will also help you gain potential professional skills.

No prior qualifications are needed to take this course.

You can study this course from wherever and whenever you want. You can study at your own pace and from any device. Just log in to your account from any device and start learning!

Yes, there is a test at the end of the course. Once you’ve completed all the modules of the course, you will have to give a multiple-choice test. The questions will be based on the topics of the modules you studied. And of course, you can take the test at any time, from any device and from anywhere you want.

Don’t worry if you fail the test, you can retake it as many times as you want.

You don’t have to wait a minute after your payment has been received, you can begin immediately. You will create your login details during the checkout process and we will also send you an email confirming your login details.

We make the payment process easy for you. You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. We use the latest SSL encryption for all transactions, so your order is safe and secure.

After you complete the course, you’ll immediately receive a free printable PDF certificate. Hard Copy certificate is also available, and you can get one for just £9! You may have to wait for 3 to 9 days to get the hard copy certificate.

Course Reviews

About

iStudy is a brand of Adams Academy Inc. Ltd. Company Number 10647280, England and Wales, VAT No. GB-267018794

11 Floor, 15 St Botolph Street, London EC3A 7BB
020 3900 4072
hello@istudy.org.uk

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